Line installation chaos
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- Re: Line installation chaos
Line installation chaos
27-01-2015 8:55 PM
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On October 12th I placed my order for home broadband and line installation to our rental property. Over three months later this still hasn't been completed and after taking the day off work for at least the third time, the BT engineer arrived at 17:45 and had to leave straight away after because it was dark so he couldn't do any outside work. Only he wasn't a BT engineer, he was a contractor, and was told nothing about our situation and what might be needed. His first comment on the phone before he arrived was "do you have a BT line?"
In the three months between we have had installation dates arranged and cancelled with less than a days notice. BT Openreach engineers have turned up unannounced and repeatedly asked our neighbours (after all, we were at work) the same questions over and over again. At least three times engineers have turned up telling us their information told them we were assigned to the wrong exchange. Every single time either me or our neighbours have told them the correct exchange.
Having been effectively stood up by the BT engineer today we are no closer to getting our line installed despite Plusnet taking money from us back in October.
I'm not confident anything will be done when I phone tomorrow, I will be given the same speech as normal, "we will look into it and give you a call back within 24 hours". While I understand that BT Openreach are those to blame, Plusnet are doing nothing to find a solution and I cannot complain to BT as I'm not their customer.
Re: Line installation chaos
27-01-2015 11:02 PM
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Where have you been for the last three months? Didn't anyone tell you about the forum?
Well I promise you that the staff on here and knowledgeable fellow customers will provide the very best assistance.
I believe play kicks off at nine. So expect action then
To be is to do - Kant
do be do be do - Sinatra
Re: Line installation chaos
28-01-2015 8:50 AM
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Well I've been too forgiving so it seems. I have tried to look at things reasonably and realise that it isn't the fault of Plusnet but ultimately they should be keeping an eye on BT to sort things out.
I knew our line would take a while to install, that's part of the reason for my patience, but I never thought it would take this long to still be no further forward.
If I could complain directly to BT I would, but they are nicely shielded from that!
Re: Line installation chaos
28-01-2015 9:14 AM
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Re: Line installation chaos
28-01-2015 9:37 AM
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There has been nothing quick about this so far so I can't say I'm surprised at all.
A few days ago I learnt that BT Openreach have been putting off installing our line because someone down the road is also considering getting extra lines and BT don't want to do one without the other. They haven't decided yet, and so I don't get my line.
Re: Line installation chaos
28-01-2015 9:49 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Line installation chaos
28-01-2015 12:19 PM
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Re: Line installation chaos
28-01-2015 1:15 PM
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I'm shocked that all external work has been done as it certainly wasn't done last night. Please can you check if this is actually the case so that I don't take a day off work unnecessarily.
Thanks
Ben
Re: Line installation chaos
29-01-2015 12:41 PM
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Re: Line installation chaos
29-01-2015 12:54 PM
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I phoned customer support at 12 and that's what they said as well. Thank you for checking with Openreach as well, that gives me a little more confidence.
Let's hope that if Openreach send another contractor that they've actually given him some information this time.
I'll report back, hopefully with good news.
Re: Line installation chaos
30-01-2015 8:42 AM
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Please can you check this?
Re: Line installation chaos
30-01-2015 10:04 AM
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Re: Line installation chaos
30-01-2015 10:14 AM
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He was in and out in less than an hour which seems suspicious to me.
Re: Line installation chaos
30-01-2015 10:37 AM
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Re: Line installation chaos
30-01-2015 11:04 AM
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